I've been trying to find some information about whether or not the operation of the phone can be changed when a call is on hold on the phones.

For example, when you use the HOLD button on the phone, you cannot simply press a BLF key to call another phone. That call is transferred to that BLF. I do not want to have to press the NEW CALL softkey or the next open line appearance on the phone in order to call another phone when I have a call on hold on the phone. If I place a call on hold on my phone, and I either press a BLF or simply dial another phone number, the phone should utilize another line appearance and place that call. If a call is on hold, I should not be able to transfer it without picking it back up again. We have tested this on multiple platforms and it acts the same way on all platforms. I do not want to change the normal function of the BLF button when it comes to transferring a call because our customers seem to really like the one touch transfer to a BLF function.

I should also note that we have tested this on Polycom phones and it works as explained above. If I place a call on hold on a Polycom phone, I can either just start typing in a new phone number to call or press a BLF key and the call will go out normally WITHOUT pressing NEW CALL or another line appearance.

I'm just trying to see if it's possible to change and if so, what needs to be changed to enable this.